7 days ago
Base Salary
$135k - $237k/yr
Responsibilities
- Architect production-ready AI systems combining LLMs, deterministic workflows, tools, orchestration, human handoffs, fallback strategies, and failure handling.
- Design scalable retrieval-augmented generation and enterprise knowledge architectures, including content structuring, chunking, embeddings, ranking, and trusted knowledge integration.
- Establish AI evaluation and observability frameworks covering accuracy, retrieval quality, tool-call performance, containment, customer satisfaction, safety, drift, cost, and business outcomes.
- Engineer contextual AI experiences using real-time customer data, interaction history, conversation state, and external signals across voice and digital channels.
- Optimize AI architectures for scalability, latency, throughput, reliability, and cost through model selection, caching, context management, and architecture decisions.
- Lead presales technical discovery, solution architecture, demonstrations, sandbox and trial engagements, integration guidance, and value assessments.
- Develop and validate AI prototypes through production pilot readiness, confirming integrations, latency, success criteria, KPIs, architecture hardening, and business outcomes.
- Demonstrate Genesys Cloud AI capabilities and interoperability approaches including Model Context Protocol and agent-to-agent communication.
- Create reusable technical assets, workshops, coaching, and enablement for Solution Consultants, partners, and account teams.
- Translate customer requirements and field feedback into product and go-to-market guidance for Product Management and Engineering.
Requirements
- At least 5 years of relevant experience designing and architecting enterprise AI solutions using combinations of traditional machine learning, NLU, NLP, retrieval-based systems, LLMs, orchestration, tool use, and agentic AI.
- Demonstrated ability to make and defend architectural tradeoffs involving model selection, latency, cost, explainability, governance, multilingual requirements, security, scalability, and business risk.
- Deep experience integrating AI solutions with enterprise platforms, knowledge sources, RESTful APIs, event-driven architectures, identity systems, and cloud ecosystems.
- Strong background designing real-time enterprise solutions for voice and digital latency, throughput, secure data access, reliability, fallback paths, failure handling, and scalability.
- Expertise defining AI evaluation, governance, and observability strategies across offline and online testing, retrieval quality, tool-call accuracy, safety, drift, auditability, and cost control.
- Practical experience with prompt design, context management, RAG, and AI workflow optimization within production-ready architectures.
- Ability to create and deliver technical demonstrations, prototypes, and presentations that connect architecture decisions to customer and business value.
- Demonstrated success partnering with sales teams on technical discovery and AI-focused solution design.
- Strong executive communication, storytelling, and presence with the ability to influence CIO, CTO, and senior technical stakeholders.
- Preferred qualifications include familiarity with Genesys Cloud and Genesys AI, customer experience and contact center use cases, reusable field enablement, and collaboration with Product Management and Engineering.
Benefits
- Medical, dental, and vision insurance.
- Telehealth coverage.
- Flexible work schedules and work-from-home opportunities; the posting indicates a remote/flexible-first work arrangement.
- Development, career growth, mentorship, learning programs, leadership development, and education support.
- Open Time Off, 10 paid holidays, paid volunteer time, and August Free Fridays.
- 401(k) matching program.
- Adoption assistance and fertility treatments.
- Well-being resources and regionally tailored programs for employees and families.
Categories
Solutions Engineering
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems and data across the enterprise to driver customer loyalty, business growth and operational efficiency. We’re building AI where it matters, empowering employees to shape the future of customer experience through meaningful, real-world innovation. To learn more, visit www.genesys.com.